Company Overview
HCLTech is a global technology leader with a diverse team of over 227,000 professionals across more than 60 countries. We deliver cutting-edge digital, engineering, cloud, and AI solutions to clients spanning multiple industries, including finance, healthcare, manufacturing, and retail. Our mission is to harness the power of technology and talent to drive meaningful progress worldwide.
Overview
We are seeking an energetic and customer-focused Service Desk Agent to join our dynamic IT support team. In this role, you will be the first point of contact for end-users seeking technical assistance. Your enthusiasm and problem-solving skills will help ensure seamless IT operations, providing timely support for hardware, software, network issues, and user inquiries. This position offers an exciting opportunity to develop your technical expertise while delivering exceptional customer service in a fast-paced environment.
Service Desk Agent
· Act as the first point of contact for users via phone, email, and chat. Document and classify incidents in ticketing systems (e.g., ServiceNow)
· Diagnose and resolve common software, hardware, and network issues (e.g., password resets, VPN connection issues, printer setups, etc)
· Update users on the status of their requests and communicate major IT service outages.
· Technical knowledge of operating systems and infrastructure, networking basics, software, and applications.
· Advising users on the appropriate course of action
· Strong verbal and written communication skills to interact with end users and team members
· Communication skills to explain technical concepts in ways users can readily understand and for interacting with team members
· Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly
· Collaborating with different teams to address complex issues
· Time management skills to multitask and adhere to SLAs
· A focus on providing excellent customer service and addressing needs
· Should be willing to work from office in 24/7 rotational shift environment
Disclaimer
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [email protected] for investigation.
Compensation and Benefits
A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year
Pay: $38,000.00 - $62,000.00 per year
Benefits:
- Dental insurance
- Health insurance
Work Location: In person
